Return & Refund Policy

Last updated: May 20, 2026

Note: This policy outlines our standard return procedures. Due to the nature of our products, some items have specific return conditions. Special order items (including all mosaic and decorative tile) are final sale and non-refundable. Please review the relevant sections below and contact us before initiating a return.

Special Order Products — Final Sale

All special order products — including mosaic tile, decorative tile, cement tile, and specialty stone — are final sale and non-refundable. These items are sourced to order from our manufacturing partners and cannot be returned, exchanged, or refunded once the order is placed.

We strongly encourage ordering a single piece as a sample before committing to a full project order. Sample pieces are subject to standard shipping rates.

Breakage & Freight Damage (Special Order)

  • All material must be inspected upon delivery.
  • If damage is visible at the time of delivery, refuse the shipment.
  • You have 30 hours from the time of delivery to report breakage and submit photos via email to [email protected].
  • Photos are required for all breakage claims — claims submitted without photos or after the 30-hour reporting window will be denied.
  • No claims will be accepted after the reporting window has closed.

Tile, Stone & Paver Returns (Non-Special Order)

Non-special order tile, stone, and paver products may be returned within 30 days of delivery, subject to the following conditions:

  • A 25% restocking fee applies to all tile, stone, and paver returns.
  • Fuel surcharges are non-refundable on any return.
  • Material must be unused, uninstalled, and in original packaging.
  • Return shipping costs are the responsibility of the customer.

Breakage & Freight Damage (Tile & Stone)

  • All material must be inspected upon delivery.
  • If damage is visible, refuse the shipment.
  • You have 30 hours from delivery to report breakage with photos to [email protected].
  • All claims submitted without photos or after the reporting window will be denied.

Important Material Disclaimers

  • Natural stone and decorative tile varies in color, veining, and shape from piece to piece — no two pieces will be exactly alike. Actual color variations may differ from samples or images shown.
  • Materials should be blended from box to box and pallet to pallet prior to the installation process for the most consistent appearance.
  • No claims will be accepted for any reason after installation. Use constitutes acceptance of the material.
  • Porcelain pavers are impervious to water — they must be installed with the recommended slope according to local building code. Failure to do so could result in water buildup on surfaces that may create hydroplaning and slippage.

General Return Policy

For non-tile products (grills, furniture, fire features, accessories), we accept returns within 30 days of delivery. Items must be unused, unassembled, and in their original packaging. To initiate a return, please contact us at [email protected] with your order number and reason for return.

Eligibility

To be eligible for a return, the item must be:

  • Within 30 days of the delivery date
  • Unused, unassembled, and in its original condition
  • In the original packaging with all accessories and documentation
  • Free of damage caused by the customer

Non-Returnable Items

The following items cannot be returned:

  • Special order products (mosaic tile, decorative tile, cement tile, specialty stone) — all final sale
  • Products that have been assembled, installed, or used
  • Items that have been modified or altered
  • Items returned without prior authorization

Restocking Fees

Restocking fees vary by product type:

  • Tile, stone, and pavers: 25% restocking fee
  • Large or freight-shipped items (grills, furniture, etc.): 15% restocking fee
  • Fuel surcharges included in shipping are non-refundable on any return

Restocking fees cover inspection, repackaging, and return logistics and will be deducted from your refund.

Return Shipping

Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong item shipped, defective product, or damage during transit). For freight/LTL items, return shipping can be significant — please contact us for a return shipping estimate before sending the item back.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 30 hours of delivery with photos of the damage. We will arrange a replacement or full refund at no additional cost to you. Please do not discard the packaging or damaged item until we have reviewed your claim.

Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 5–10 business days. Please note that your bank or credit card company may take additional time to post the refund to your account.

Cancellations

If you need to cancel an order, please contact us as soon as possible. Orders that have not yet shipped can usually be cancelled for a full refund. Once an order has shipped, it will be subject to our standard return policy. Special orders cannot be cancelled once placed.

Contact Us

For all return and refund inquiries, please contact us at [email protected]. Please include your order number in all correspondence.